Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Every field has employee turnover, of course. The numbers are sobering.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?

Customer Service 174

Customer Service Morale Surveys Consulting 174

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. Among the global industries, the commercial sector dominates the BPO market with over 60% share. Overview of The BPO Industry: How It Works? from 2021 to 2028.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Fonolo

MARCH 10, 2022

Attrition is one of the biggest challenges in the call center industry. While industry averages lie between a 30-45% attrition rate , some call centers are unlucky enough to experience over three times that amount in a single year. Call center turnover rates are some of the highest in the entire workforce. Bottom line?

Call Center 91

Call Center Contact Center Morale industry standards 91

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Customers always have high expectations from businesses. Reduces operation cost . Improves customer satisfaction .

First call resolution 194

First call resolution Call Center Best practices Customer Support 194

ShepHyken

SEPTEMBER 4, 2018

Bend Over Backwards For Your Customers. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover. ??. Top Takeaways: You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every opportunity. Every year, Kim creates B.O.B

Customer Experience 228

Customer Experience Management Customer Service 228

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. And, those stats are even higher for customer support representatives, including call center agents. Maybe that’s why call center agent turnover rates are over double than those of other occupations.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226

ShepHyken

APRIL 9, 2019

Service Utopia with Guest Jeff Nicholson. Crafting a Frictionless Service Experience for Employees and Customers. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “ Achieving Digital Customer Service Transformation.”. 57 % of consumers dread calling customer service.”

Self service 252

Self service CRM Customer Service Marketing 252

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 139

Customer Service Management Feedback Chatbots 139

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Quite the opposite. Remote work has other benefits as well.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

JUNE 17, 2021

Employee engagement is especially important for call centers, since agent turnover tends to be higher. Flex schedules can help you attract top talent, increase morale, improve productivity, and reduce turnover in call centers. Keeping your staff motivated and satisfied in their work is vital to contact center performance.

Call Center 140

Call Center Morale Gamification Employee engagement 140

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 168

Customer Service Customer retention Engineering Self service 168

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Satisfied customers or profit. by Mary Drumond.

Customer Service 295

Customer Service Chatbots Contact Center Metrics 295

SharpenCX

JULY 27, 2023

Our Logic+ platform allows our customers to build advanced self service solutions. When a contact center agent does get involved, the Sharpen platform combines consumer-grade user experience and enterprise-grade functionality to empower agents to do what they love doing: making customers happy.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

CSM Magazine

MARCH 19, 2024

Diving into the restaurant industry can be a thrilling adventure for those who are up for the challenge. Let’s peel back the layers of the restaurant business and explore what’s not often discussed, ensuring your venture isn’t just another statistic in the high failure rate of the hospitality industry.

Engineering 52

Engineering Marketing Management Technology 52

Global Response

MARCH 26, 2024

It streamlines processes, saves money, and improves the overall quality of customer service. While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship. As you research and vet different vendors, keep the following factors in mind.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

3CLogic

APRIL 29, 2024

For enterprises in any industry, leveraging the right technology is critical to meeting service expectations and maintaining a competitive edge. These include high or increasing costs, handling spikes in call volumes, hiring enough agents, and agent turnover. Consequently, productivity levels and ROI potential are plummeting.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

The Northridge Group

JULY 6, 2022

This study noted that high stress levels among contact center associates were highly correlated with high absenteeism, low job satisfaction, and high turnover intentions. While difficulties recruiting and retaining associates have become universal to all types of contact centers, the problem is especially acute in the healthcare industry.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

Select VoiceCom Blog

NOVEMBER 29, 2023

It’s challenging enough to provide excellent products and services, maintain standing, and continue development. But now, they must also consider expanding and improving their services without going over budget and compromising quality. China China’s service outsourcing industry saw steady expansion in the first seven months of 2023.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

TeleDirect

FEBRUARY 10, 2021

Is your call center suffering from a high turnover rate and disengaged clients? TeleDirect’s business process outsourcing (BPO) services, including our top-end call center platform and multi-industry flexibility across the entire business continuum, can help to keep your client communications intact and engaged.

Call Center 117

Call Center Business Process Outsourcing outsourcing Benchmark 117

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

JULY 22, 2018

And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.), 2) Agent Turnover. 2) Agent Turnover. So what’s the solution?

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

Fonolo

MAY 4, 2021

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

AWS Machine Learning

OCTOBER 27, 2022

With environmental, social, and governance (ESG) initiatives becoming more important for companies, our customer, one of Greater China region’s top convenience store chains, has been seeking a solution to reduce food waste (currently over $3.5 Our customer sells ready-to-eat food items with a short shelf life—typically 2–3 days.

APIs 96

APIs Best practices Metrics Government 96

Playvox

MARCH 12, 2023

Providing noteworthy customer experiences is a top priority for any business, and a well-run help desk, support center, or customer service center is the key to improving contact center performance. This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

Fonolo

OCTOBER 13, 2020

The last few years have seen several reassuring trends in the contact space industry. For an industry that relies on human resources, this paints a troubling picture. This creates a disturbing situation for contact centers, considering the impact that the vicious cycle of agent churn has on customer experience.”

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

CSM Magazine

DECEMBER 11, 2023

This is significantly higher than other industries. This high turnover rate not only leads to increased costs in recruitment and training, but also has a negative impact on overall customer satisfaction and brand reputation. The average attrition rate for call center agents in the U.S.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret?

Quality management 83

Quality management Customer centricity Management Contact Center 83

TechSee

JANUARY 21, 2020

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout. A large number of respondents specified a negative experience with the customer service representatives themselves as their reason for leaving.

Contact Center 124

Contact Center Call Center Best practices Technology 124

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. It’s interesting to note that 62% of these customers canceled after an ongoing negative experience, while only 19% left after a one-time crisis.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164

Vcaretec

JUNE 6, 2022

All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center. There are many facets to any successful call center, either in-house or outsourced.

Customer Care 85

Customer Care Wireless Telecommunications outsourcing 85

Uniphore

AUGUST 6, 2021

Why Your Agent Experience Matters to Your Customer Experience—And Your Bottom Line. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. Sheila McGee-Smith, Leading CX Industry Analyst – McGee-Smith Analytics, discusses the importance of curated knowledge.

Contact Center 98

Contact Center Self service Call Center Analytics 98

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

TeleDirect

DECEMBER 14, 2023

To answer this requires, in part, knowing the services your dedicated call center provides. How many customers experienced the level of service that transformed them into a client for life? To provide the best customer experience possible and to turn calls into leads into sales. What is our job? times more.

Call Center 62

Call Center Customer retention Technical Support Sales 62